Refund & Cancellation

 

At Golden Masala Restaurant Ltd., doing business as Golden Masala Indian Restaurant (“Golden Masala,” “we,” “us,” or “our”), we want our customers to have a positive dining and ordering experience.

 

This Refund & Cancellation Policy explains how we handle order cancellations, incorrect or missing items, food-quality concerns, and refund requests for purchases made directly with Golden Masala.

 

Nothing in this policy limits any rights or remedies available to customers under applicable law.

 

 

1. Orders Placed Through Our Website

 

Golden Masala does not currently accept or process food orders or online food-order payments directly through our website.

 

Our website provides links to independent third-party ordering and delivery platforms, which may include Uber Eats, DoorDash and Skip.

 

If you place an order through one of these platforms, please see the Third-Party Orders section below.

 

 

2. Order Cancellations

 

If you place an order directly with Golden Masala and need to cancel it, please contact the restaurant as soon as possible.

 

We will make reasonable efforts to accommodate cancellation requests.

 

However, once preparation of an order has begun, cancellation or a full refund may not always be possible because food and ingredients may already have been prepared or committed to the order.

 

Any cancellation or refund will be considered based on the circumstances and subject to applicable law.

 

 

3. Incorrect or Missing Items

 

If an order purchased directly from Golden Masala contains an incorrect item or is missing an item, please contact us as soon as reasonably possible after receiving the order.

 

Depending on the circumstances, we may offer an appropriate solution, which could include:

• Providing the missing or correct item;

• Replacing the affected item;

• Providing an appropriate refund or adjustment; or

• Another reasonable resolution agreed upon with the customer.

We may request reasonable information about the order to help us review and resolve the issue.

 

 

4. Food Quality Concerns

 

If you believe there is a problem with the quality of food purchased directly from Golden Masala, please contact us as soon as reasonably possible.

 

Please provide details about the concern so our team can review the circumstances.

 

Depending on the situation, we may offer a replacement, refund, adjustment or another appropriate resolution.

 

Refunds are not automatically provided solely because of personal taste or preference when the food was prepared as ordered and there is no quality, safety or order-accuracy issue, subject always to applicable law.

 

 

5. Food Allergies & Special Requests

 

Customers with allergies, intolerances or dietary requirements should inform restaurant staff before ordering.

 

We will make reasonable efforts to accommodate requests where possible; however, our kitchen handles a variety of ingredients and allergens, and cross-contact may occur.

 

Please refer to our Terms & Conditions for additional information regarding food allergies and dietary requirements.

 

 

6. Refund Method

 

When Golden Masala approves a refund for a purchase made directly with us, the refund will generally be returned to the original payment method, where reasonably possible.

 

Processing times may vary depending on the payment provider or financial institution.

 

A refund appearing on a customer's account may therefore take additional time after Golden Masala has processed it.

 

 

7. Third-Party Orders

 

Orders placed through independent third-party platforms such as Uber Eats, DoorDash or Skip may be subject to the applicable platform's cancellation, refund and dispute procedures.

 

Because payment for these orders is processed through the third-party platform, customers may need to request a refund or report an order or delivery issue directly through the platform used to place the order.

 

Golden Masala will reasonably assist with restaurant-related order issues where appropriate, but we do not control a third-party platform's refund decisions, processing times, fees, delivery operations or policies.

 

Nothing in this section limits any rights or remedies available under applicable law.

 

 

8. Delivery Issues

 

For orders delivered by an independent third-party delivery platform, issues involving the delivery process—such as driver location, delivery timing, delivery to an incorrect address or other matters controlled by the delivery platform—should generally be reported through the platform used to place the order.

 

If the issue concerns the food prepared by Golden Masala, such as an incorrect or missing restaurant item, you may also contact us so that we can review the matter.

 

 

9. Reservations & Cancellations

 

If you need to cancel or modify a restaurant reservation, please do so as soon as reasonably possible.

 

Unless a specific reservation, event, group booking or other arrangement states otherwise, making a standard restaurant reservation through our website does not itself create a food-order payment.

 

If special cancellation terms apply to a particular event, catering arrangement, deposit or group booking, those terms should be communicated separately before the applicable commitment or payment is made.

 

 

10. Catering & Special Orders

 

Catering orders, large orders, special events, deposits or customized orders may have separate cancellation and refund conditions because ingredients, staffing or preparation may be arranged in advance.

 

Where special cancellation terms apply, they should be communicated to the customer before the applicable order, deposit or commitment is finalized.

 

 

11. Abuse or Fraudulent Claims

 

Golden Masala reserves the right to review refund requests and take reasonable steps to prevent fraudulent or abusive claims.

 

We may request reasonable information necessary to verify an order or investigate a reported issue.

 

This provision does not limit any legitimate consumer rights available under applicable law.

 

 

12. Changes to This Policy

 

We may update this Refund & Cancellation Policy from time to time to reflect changes to our services, business practices or applicable requirements.

 

Any revised policy will be posted on this page with an updated Last Updated date.

 

 

13. Contact Us

 

If you have a question or concern about an order placed directly with Golden Masala, please contact us through the Contact Us page on our website or contact the restaurant directly.

 

Golden Masala Restaurant Ltd.
Doing business as Golden Masala Indian Restaurant
Kelowna, British Columbia, Canada